31 July 2014
During a routine inspection
We considered our inspection findings to answer questions we always ask; is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?
Was the service safe?
People who use the services were treated with respect and dignity by staff. They told us they felt safe. Recruitment practice was safe and thorough. The regional manager ensured that staff were appropriately qualified to meet the care needs of people who used the services. This helped to ensure that people's needs were met safely.
Was the service effective?
People who use the services health and care needs were assessed with them, and they were involved in their care and support planning. People told us that they had been involved in their care and support plans and that the plans reflected their needs. We inspected four people's care files. They included essential information about the person, needs and risk assessment information and service delivery or care plans.
Staff received regular and appropriate training and supervision to ensure they were able to meet the specific needs of people using the service.
Was the service caring?
People who use the services were supported by kind and attentive staff. The four people we talked to said the staff treated them well and respected their privacy. One person said, "They are of the highest quality'. Another person told us, "A lady (her care worker) of few words but wonderful'.
People who use the services told us they had discussed their care plans with the office and that they were able to discuss relevant issues and make decisions about what they wanted to do. This reflected the caring service ethos that we found on the day of the inspection.
Was the service responsive?
People who use the services were able to ask for changes in their care and support as their needs changed. Care plans were reviewed regularly and people told us that they felt well supported.
All the people we spoke with knew how to make a complaint. There was an appropriate complaints procedure in place and although no complaints had been made since the last inspection staff indicated that they would be supportive of anyone who needed to complain. People can therefore be assured that complaints would be investigated and action taken as necessary.
Is the service well-led?
We saw that the service worked well with other agencies and services to make sure that people were supported in a co-ordinated way. It was clear that the main objective was to support people in relation to maintaining and developing their independence.
The regional manager carried out regular checks to assess and monitor the quality of services provided and took appropriate action to address any issues or concerns raised about service quality.
The views of people who use the services, their representatives and staff were listened to. Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the agency. This helped to ensure that people received a good quality service.